Head of Customer Journey (Healthcare)

Executive recruitment consultant Monroe Consulting Group Indonesia is recruiting on behalf of Hospital Provider. Our client is seeking for Head of Customer Journey position. This job will be based in Jakarta, Indonesia.

Responsibilities:

• Map and Improve Patient Journey - Understand and enhance each step of the patient's experience, from booking to follow-up
• Gather and Analyze Feedback - Use patient feedback and data to find areas to improve.
• Lead Cross-Team Collaboration - Work with different departments to ensure a smooth and consistent patient experience.
• Use Technology to Support Patients - Improve and manage digital tools like EMRs, chatbots, or patient portals.
• Train Staff on Service Excellence - Create training so staff deliver empathetic and consistent service.
• Create Experience Strategies - Develop plans to improve the patient journey in line with hospital goals.
• Track Progress and Report Results - Monitor KPIs like satisfaction scores and report updates to management.

Requirements:

• Minimum 7-10 years of experience in customer experience, service design, or quality improvement.
• Proven track record in leading CX transformation projects or managing multidisciplinary teams.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in data analysis and reporting tools (Excel, Power BI, etc.).
• Strategic thinking with attention to detail and operational excellence.